Inbound ACD & IVR

Fenero Contact Center contains inbound and IVR functionality that rivals every automated call distributor (ACD) in the market. The features supported are listed below.

Call Menus

Call menus are basic IVRs that support press-1, press-2 call flows. Fenero Contact Center allows you to create these menus to help route calls appropriately as they arrive. Options for routing within a call menu include sending to voicemail, inbound queues, external phone numbers, or other call menus.

Dynamic Caller ID Handling

Using a caller’s ANI (which is the number they are calling from), Fenero Contact Center can search its caller database to find the caller’s interaction history; it can be configured to add the caller to its global database; or it can search queue-specific call logs or outbound dialing lists to find the caller. This powerful feature helps ensure that multiple calls from the same person are always associated with that individual, making interaction tracking and reporting a breeze.

Incoming Call Filtering

To help avoid unwanted calls, the Fenero Contact Center incoming call filtering feature allows you to create phone number exclusion lists that are used to search when calls arrive. Callers matching this exclusion list can be routed to an agent, hung up, sent to a specific queue or voicemail, or routed to a call menu.

Blended Environment

Whether your contact center handles inbound, outbound, or both, Fenero Contact Center allows you to blend agents according to your needs. It supports a set of shared features that are common to the entire system, including dynamic scripting to help guide agent interactions; remote agent support that allow agents to log in from anywhere; music-on-hold for callers placed on hold; hours-of-operations support, pause reason codes to help track the reason agents are unavailable to take calls, and more.

Robust Queuing

Fenero Contact Center has one of the most powerful feature sets available for managing inbound queues. Some of the feature highlights include:

Hours of Operations – ensures that calls are handled appropriately during and after normal business hours

Prompts and Messages – once in a queue, welcome messages and hold prompts can be presented to callers. Whisper messages can also be specified to give agents an idea of which queue the call originated from

Place in Line – notify callers of their place in the queue

Estimated Wait Time – gives an estimate of how long it will take before routing to the next available representative

On Hold Options– allow managers to specify the options available to callers while waiting in queue. This includes:

Leaving a message in the queue’s voicemail box

Hanging up and allowing Fenero Contact Center to call back once caller is next in queue

Routing callers to another queue or phone number

Queue Priority – this allows you to specify higher or lower priorities when managing multiple queues

Skill-based Routing – routes based on several criteria, including agent skills, longest idle, or number of calls handled

Automatic Provisioning of Phone Numbers

In order to handle incoming calls, most contact centers arrange contracts with large telecom service providers, such as AT&T or CenturyLink, for the provisioning of local, toll-free, or long distance services. Fenero Contact Center allows you request phone numbers directly within its interface. This helps you avoid wasting valuable time and resources negotiating deals with telecom service providers.

And Much More!

We are constantly enhancing our inbound ACD and IVR capabilities in Fenero Contact Center. Check out our blog frequently to learn more about our latest features and releases.